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MB2-714 Microsoft Dynamics CRM 2016 Customer Service

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MB2-714 exam Dumps Source : Microsoft Dynamics CRM 2016 Customer Service

Test Code : MB2-714
Test denomination : Microsoft Dynamics CRM 2016 Customer Service
Vendor denomination : Microsoft
: 91 actual Questions

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Microsoft Microsoft Dynamics CRM 2016

a route to pass Microsoft Dynamics CRM MB2–712 examination with unique MB2–712 Dumps | actual Questions and Pass4sure dumps

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Adobe, Microsoft combine to tackle salesforce's CRM Dominance | actual Questions and Pass4sure dumps

competition has been escalating within the client-relationship administration space (CRM) as behemoths enjoy salesforce CRM, Microsoft MSFT, Adobe ADBE, Oracle ORCL, IBM IBM and SAP SAP vie to grab market share.

principally, every bit of these groups are gearing up with regular launches of items and features to target the CRM market. further, shift in focal point of common enterprise software utility and platform carriers to cloud computing is intensifying competitors within the space.

These groups are additionally entering into strategic partnerships to not only challenge salesforce however too fend off competitors from unique entrants. these days, Microsoft and Adobe joined forces to buy on salesforce, the incumbent in CRM space.

certainly, Adobe’s marketing utility could live used to locate potential shoppers for enterprise goods on Microsoft-owned LinkedIn and then Microsoft's sales software can live used to nigh the deal.

salesforce Dominates CRM Market

based on IT Intelligence Markets file, the international SaaS-based mostly CRM utility market is projected to develop at a CAGR of more than 20% over the forecast term of 2019-2026.

Per stories, CRM is at present the greatest and quickest becoming commercial enterprise utility market outpacing operating programs, ERPs (business aid planning) and databases.

Coming to vendors, salesforce has been a frontrunner for a long time, due to its early foray into the cloud-primarily based CRM area. Shares of salesforce lower back forty% during the past 12 months, outperforming the S&P 500’s gain of seven.5%, as well as Microsoft, Adobe, Oracle and SAP, which received 31.8%, 24.2%, 17.4% and 10.6%, respectively. perquisite through the identical time length, IBM misplaced 7.7%.

One-year expense performance

We deem salesforce’s diverse cloud choices, expanding companion ground and considerable spending on digital advertising to live the distinguished thing multiply drivers. The company’s routine of widespread product launches and cloud services are assisting it extend clientele, thereby riding suitable-line increase. in addition, the company continues to win consumers within the overseas market, which in flip, is assisting it carry powerful growth internationally.

moreover, acquisitions believe always been one among salesforce’s key multiply options, strengthening its position within the CRM solution-proposing house. in particular, the enterprise’s acquisition of MuleSoft is an mammoth fantastic.

management is extraordinarily positive about enhancement of client journey (CX) that has aided boom of the cloud section. Its focus on AI and colossal development with the launch of Einstein Analytics makes us positive. in addition, salesforce's recently-launched customer 360 platform is a tailwind.

Given the initiatives, the company looks set to play a massive role in the growth of cloud computing, AI, and different more recent areas of tech innovation.

competitors Heating Up

salesforce faces stiff competitors from Microsoft and Oracle within the cloud-based mostly CRM market.

Oracle has strengthened its cloud set through quite a lot of strategic acquisitions. The enterprise is striving to raise the functionalities of cloud-based mostly applications, which bode smartly. Oracle’s flow to ramp up its cloud choices is in sync with the company’s evolving CX approach.

Microsoft has brought quite a few key companies enjoy LinkedIn to its portfolio, in a bid to reinforce its Dynamic CRM platform. moreover, Microsoft presents special pricing for its Dynamics CRM on-line provider, which is helping it decoy salesforce’s purchasers. transforming into momentum for Dynamics 365 software functions has additional intensified competitors.

additional, the fresh tie-up of Microsoft and Adobe, which aims to boost the sales and advertising capabilities of each organizations, is a expansive hazard to the king of CRM.

exceptionally, Adobe had bought Magento remaining year to enhance its aggressive position in e-commerce marketing dominated by using salesforce, which ended in the LinkedIn partnership. in addition, the recent launch of Adobe’s Commerce Cloud, which is piece of its tang Cloud, is likely to aid it profit a aggressive side.

Story continues

additionally, recently, SAP bought market-analytics startup — Qualtrix international — for $eight billion to gain a aggressive aspect within the CRM fight. With this deal, the trade goals to integrate ERP talents with CRM capabilities, with a view to supply a complete retort on the route to likely live greater than salesforce, which is solely focused on CRM.

in addition, IBM is strengthening its grip on the cloud-computing software market with its internet-based mostly collaboration application for corporations, including contact administration, immediate messaging and file-sharing programs. The company had got Optevia in 2016 to expand its SaaS CRM options and ameliorate competitive prowess.

Zacks Rank

whereas SAP incorporates a Zacks Rank #2 (purchase), salesforce, Microsoft, Oracle, Adobe, and IBM carry a Zacks Rank #3 (hold), at latest. that you would live able to note the comprehensive listing of nowadays’s Zacks #1 Rank (effective purchase) shares here.

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Would you want to note the up-to-date picks from their most desirable market-beating recommendations? From 2017 through 2018, while the S&P 500 received +15.eight%, 5 of their screens back +38.0%, +61.three%, +sixty one.6%, +sixty eight.1%, and +98.3%.

This outperformance has not just been a coincident phenomenon. From 2000 – 2018, whereas the S&P averaged +four.eight% per yr, their excellent suggestions averaged as much as +fifty six.2% per 12 months.

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Microsoft Introduces Updates in Microsoft Dynamics CRM 2016 | actual Questions and Pass4sure dumps

Microsoft these days unveiled the brand unique capabilities that it will carry later this yr in Microsoft Dynamics CRM 2016. The upgrades are designed to obtain the software more person-friendly and consist of even deeper integrations with other Microsoft company functions, including office 365, notice, Excel, OneDrive, Cortana, and Delve.

Microsoft is already calling this probably the most finished upgrade ever for Dynamics CRM, highlighting developments in intelligence, mobility, and repair and faultfinding productiveness enhancements.

"Microsoft's obsession with consumer success is rooted in their ambition to reinvent productivity and company approaches," talked about Bob Stutz, company vice chairman of Microsoft Dynamics CRM, in a statement. "Dynamics CRM 2016 is designed from the floor up to deliver core capabilities every bit of in a unique gadget to regain rid of distractions, to obtain it simpler to regain issues finished, and to dramatically enhance productivity so their purchasers can expend extra time serving their valued clientele."

In a recent blog post, Stutz too stated that Microsoft should live making great investments in Microsft marketing (which it developed following its acquisition of marketing Pilot) and Microsoft convivial Engagement. The company will too live including SMS "as a marketing channel to their multichannel campaigns, increasing the sources and sentiment languages for social, and introducing the concept of sagacious convivial with convivial selling, automatic triage, and adaptive sentiment," Stutz wrote.

the unique liberate will permit agencies to control their consumer-facing activities in a unique adventure. via enhanced exceed integrations within Dynamics CRM, comprehensive with unique exceed templates for a considerable number of tasks, features and situations, users can now toggle between capabilities. users will even believe entry to their documents inside Dynamics CRM by means of integration with OneDrive for enterprise and unique doc generation capabilities.

The Microsoft Dynamics CRM 2016 release too introduces and fine-tunes Delve performance into the application. Powered via workplace Graph, Delve helps users floor key trending content.

the unique Dynamics CRM release comprises facts management and superior analytics capabilities powered via Cortana Analytics Suite. This comprises Azure laptop studying that may permit company insights. The Cortana very own coadjutant will too live built-in into Dynamics CRM 2016 to abet users floor core offers, accounts, and actions.

also included may live complete offline capabilities for revenue and service specialists on mobile phones and drugs. The free up additionally allows for users to create task-headquartered cellular apps to streamline the completion of income-related activities on the go.

The subsequent version of Dynamics CRM will too deliver an conclusion-to-end solution for client service throughout self-service, assisted service, and sphere service.

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Microsoft Dynamics CRM 2016 Customer Service

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Voice of the Customer (VOC) — Dynamics 365 CRM | actual questions and Pass4sure dumps


For any trade to live successful or ameliorate their services, learning about their customers & customer feedback plays a pivotal role. Analyzing the feedback from customers and making required changes to the trade process/models accordingly is piece of any trade growth. Keeping this in view, Microsoft Dynamics 365 CRM which is customer centric or revolves around customer relations has introduced a survey utensil which can live embedded within your Dynamics 365 CRM and helps in capturing the customer feedback.

Voice of the Customer (VOC) was introduced with Microsoft Dynamics CRM 2016 online, and is used to capture feedback regarding their products or services from within CRM. With Voice of the Customer, they can set up surveys, dispense them to contacts or leads via workflows, and capture responses. The captured data can then live utilized for analysis, generating reports and making commandeer changes to their product/service.

This feature/app is available globally as Voice of the Customer solution for Microsoft Dynamics 365 CRM (here after referred as D365) online subscriptions. It can live installed from the Applications district of Dynamics 365 Administration Center.

Installation :

We will walk you through installation of the solution step by step in detail.

Sign in to with your Global Administrator or CRM System Administrator credentials.

  • Navigate to Admin Centers > Dynamics 365
  • In the D365 Administration seat window, navigate to Applications Tab.
  • Select the Voice of the Customer solution, and click on Manage. Proceed through Terms of Service to accept the terms.
  • Select any Instance from drop down list and click on Install.
  • Before Installation, the status of solution will live Not Installed. After clicking on Install, it will buy few minutes to start installation and shows status as Installation Pending. When the solution is ready, status will change to Installed.

    Note: During Installation Pending status, the CRM instance is in maintenance mode and is offline for a short term of time.

    Once the Voice of the Customer solution is successfully installed, Voice of the Customer is added to the sitemap.

    Survey Process

    Using Voice of the Customer, user can conduct Email/Web-based surveys.

    Create a Survey

    To create unique survey record, navigate to Voice of the Customer > Survey.

    On survey record by default, 3 forms are available as shown below:

  • SurveySurvey page has a theme, logo, behavior controls, as well as question/response configurations, they can modify them as per the requirement.
  • Designer:The Designer page allows us to design UI and questions for the survey. It provides options to add pages and questions. For example, they can design a welcome page to reflect the message that they would enjoy their recipients to note upon opening the survey.
  • The survey questions can live added to a unique page or on the existing page via the drag-and-drop editor. The user can double-click on questions to edit it, and the user can click on the edit button on the form for more editing options.

    Once every bit of the questions are added and required changes are done, preview the survey to check if every bit of questions are saved properly (only saved questions will live displayed in the preview).

  • Dashboard:
  • The Dashboard is the statistical representation of Survey data or survey response. It will display every bit of the responses or feedback in bar graphs.

    Distributing the Survey

    To dispense or expend the survey externally, they exigency to publish the survey. To conclude so, click on Publish button on the ribbon.

    Once the survey is published, email snippet and anonymous link are automatically generated. These email snippets or anonymous links are used for distributing the survey to the customers.

    We can test the survey page before sending it to the customers by using Test button. Test displays the survey page that will live sent to customers and the response provided in the test page aren’t stored as survey response.

    The Test button will not drudgery if the survey is not published.

    The Test button displays only the published content where as Preview displays the saved content.

    Email Snippet can live used in email templates or in the email content directly. For example, the below mentioned email snippet can live pasted in the email template or email content directly.[Survey-Snippet-Start]2dfd9f6d-295f-4488–8132–773357e758ea[Survey-Snippet-End]

    The text of the link (email snippet) can live added in Invitation Link Text field. This text is displayed in the email that is sent to the customers.

    For Example, in above image, the Invitation Link Text sphere is set to Click Here. So, Click Here is displayed as a link in email and on clicking this link will redirect to the survey page. If the Invitation link text sphere is blank then the survey link is displayed in the email that is sent to the customer.

    Here is an case of using email snippet in route email step of a workflow:

    Anonymous Link is used in Survey Activities and in conducting web-based survey (social networking sites, etc.).

    Fill every bit of related fields data of Survey activity and click on save. Once saved, this will generate the survey Invitation Link (anonymous link of survey selected in survey field) that can live sent to users for providing feedback.

    Taking Survey

    By clicking the link generated above, users can provide feedback. Below is the sample feedback created for capturing the session.

    Page 1: Welcome Page

    Page 2: Questions Section

    Page 3: Complete Page

    Survey Responses

    Once the survey is completed by customers, the responses that are given by customers are stored in Survey Responses entity.

    The results of the survey are stored in Response Summary tab in the Survey Responses entity. It is an HTML page which displays the answers given by customers for every bit of the questions from the survey.

    Question Responses entity stores the records of each question and respective retort from the customer.

    Response Outcomes — For every survey, there is an outcome after taking the survey (complaint or complement or appreciation, etc.) based on the Responses Routing created for the survey.

    Limitations of VOC
  • There must live minimum of two pages in every survey.
  • A maximum of 200 surveys only can live published at any point of time. You might exigency to unpublish surveys which are not in expend anymore, if needed.
  • We can include a maximum of 250 questions in a survey. If you’ve enabled feedback for a survey, you can include a maximum of 40 questions.
  • We can create a maximum of 25 pages per survey.
  • We can route a maximum of 10,000 email invitations in a 24-hour period. Any emails that exceed that amount will remain pending during that time and will automatically start sending when the time circumscribe is over.
  • Voice of the Customer for Microsoft Dynamics 365 will draw a maximum of 2,400 survey responses per day. Voice of the Customer leverages Azure to host the surveys and capture responses. So, If there are more responses (more than 2400) in a day, 2400 will Come in, remaining will remain in Azure until the next day.
  • Voice of the Customer for Microsoft Dynamics 365 allows storage of a maximum of 1,000,000 survey responses for an instance.

  • Microsoft Dynamics CRM 2016 — What Matters Most in the unique Release | actual questions and Pass4sure dumps

    Microsoft released Dynamics CRM 2016 today. The goals for this release include improved integration with Office 365 and Azure machine learning; unique customer service capabilities; continuation of mobile; inclusions of the recently acquired FieldOne and FantasySalesTeam applications; and a list of unique CRM enhancements that includes tighter integration with Excel/Word and some improvements to the Outlook client (i.e. talent to add Contacts from Outlook and more Outlook champion for Macs.)

    From what I’ve seen so far, the unique features likely to regain the most utilization include offline mobile and tighter integration to exceed and Word templates. This later feature continues Microsoft’s ‘productivity’ theme and will facilitate common expend cases such as the creation of proposals or the export of pipelines to Excel, Pivot tables or Power BI. I too assume the improved integration with Cortana and Azure Machine Learning looks promising, but is noiseless in early days.

    Customer Service Improvements

    Microsoft’s prior release of the Unified Service Desk (USD) – a configurable framework for integrating what is often a plethora of contact seat applications so that agents can regain a unified view of the customer – signaled its intent to attach much more emphasis in its customer service application. The Dynamics CRM 2016 release continues the customer service evolution with updated forms and a dashboard it calls the Interactive Services Hub.

    Dynamics CRM 2016

    I enjoy this as it is helpful in managing multiple tier champion environments. A tier 1 Interactive Services Hub can live designed to facilitate the elevated volume of short duration incidents and shove more knotty cases to a tier 2 hub that benefits from different configuration, workflow and reporting.

    Customer service too includes improved erudition management and the beginnings for insight driven recommendations based on integration with Azure Machine Learning. Microsoft plans to integrate its recently acquired Mojo Surveys application in a subsequent release which will add basic Voice of the Customer capability and further continue the customer service software progression. The Unified Service Desk combined with the Parature and FieldOne acquisitions gives Microsoft a platform for customer service, self service and sphere service.

    Marketing Improvements

    Marketing software updates received very microscopic notice, however, there’s some wee additions that can add expansive value to bright campaigns.

    Microsoft Dynamics Marketing now permits Short Message Service (SMS) text message campaigns. This can add value for retailers and other B2C organizations who are discovering that properly quicken geo-based and SoLoMo campaigns are delivering low double digit conversions – something most marketers believe never achieved. Inbound SMS campaigns can expend keywords to acquire opt-ins while outbound SMS campaigns can enhance multi-channel and nurture campaigns and identify those customers who favor mobile engagement.

    Unfortunately, I suspect enjoy most unique marketing technologies we’ll note too many novice marketers expend this unique feature because they can and not because they should. Sending unwanted SMS texts to your customers’ mobile devices is more likely to infuriate them than generate marketing conversions. People believe less tolerance in receiving spam on their mobile devices than their email, so opt-outs, unsubscribes and negative customer experiences are far more prevalent with unwelcome SMS.

    Knowledge Management

    Microsoft CRM has taken a queue from the Parature product and introduced erudition management. A unique content editor along with an adapted process steer enables smooth creation, curation and publishing of erudition articles. This is initially targeted to customer service expend cases, but the underlying technology is semi-extensible to other areas.

    Dynamics CRM Knowledge

    My Wish List Continues

    I was hoping to note a substantive improvement to Microsoft convivial Engagement. That didn’t happen. The unique release does deliver some minor improvements, but in my conviction the biggest holes are that the convivial listening searches very microscopic of the Internet (i.e. it doesn’t scan most blogs and favorite convivial networks such as LinkedIn, Instagram, Pinterest and Google+ among others), the convivial engagement lacks one-to-many engagement capability and the sentiment analysis remains crude. Microsoft convivial engagement remains a drudgery in progress.

    Microsoft CRM continues to want of a trade process management (BPM) utensil that can automate even simple routing and approval processing. This remains a significant competitive weakness against competitors such as Oracle, SAP CRM and Salesforce.

    Mobile CRM did include some advancements and the offline capability is a welcome addition. However, I’d enjoy to note a lot more progress in the areas of mobile customization and extensibility. I just finished creating a custom Dynamics CRM mobile app for an airline company and establish the mobile customization limitations overwhelming. Microsoft claims to pursue a mobile-first software strategy but unlike competitors who champion the identical claim with forward thinking mobile software, Microsoft’s claim appears to live much more of a marketing tag line.

    Microsoft CRM pricing is getting more knotty and the differences between CRM Online and on-premise are growing. This increases buyer complexity. I’m hopeful that Microsoft will steer pricing back toward the simplistic model which it helped pioneer and bring parity to the online and offline solutions.

    Why This Release Matters

    This release is really a collection of incremental updates. However, a more frequent release cadence and key improvements in areas that matter to customers are putting Dynamics CRM into position to become the number 2 CRM vendor. As shown in the most recent CRM market share report, Oracle, Microsoft and SAP CRM are nearing equal market share position. However, while Oracle and SAP CRM are in decline, Microsoft is demonstrating an upward trajectory. A continuation of this trend will exhibit a limpid number 2 CRM vendor in the year ahead. End

    Microsoft Dynamics CRM 2016 Will offer unique Customer Service Tools, Cloud Pricing | actual questions and Pass4sure dumps

    About Jason Gumpert

    As the editor of, Jason oversees every bit of editorial content on the site and at their events, as well as providing site management and strategy. He can live reached at

    Prior to co-founding, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has too held consulting positions at CSC Consulting and Monitor Group.

    More about Jason Gumpert

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